Customer Experience Team Leader

Ttecjobs; Cape Town; In loco; ZAR 450.000 - 600.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive compensation

Performance bonus

Benefits

Descrizione del lavoro

TTEC in Cape Town, South Africa seeks a Service Delivery Team Lead to guide frontline associates, coach performance, and ensure a superior customer experience on every call. You’ll report to the Operations Manager and drive team success through active mentorship and issue resolution.

You'll coach, monitor, and develop your team, collaborate with cross-functional partners, and help shape strategies for growth while upholding TTEC’s values and commitment to diversity.

Competenze

• Proven leadership experience in a call center or operational setting.
• Experience coaching, developing and motivating associates.
• Excellent customer service skills and problem solving.
• Ability to multitask in fast-paced environments and manage priorities.
• Strong communication and relationship-building with staff and partners.
• Proficiency with common office software (MS Office).

Mansioni

• Supervises daily activities of a frontline team to meet service levels.
• Provides production support and coordinates with other teams to improve customer experience.
• Manages escalations and ensures policy adherence.
• Analyzes team performance and delivers feedback and training.
• Motivates and develops the team to improve performance and growth.
• Identifies complex issues, gathers insights and informs strategy.
• Evaluates current state and supports performance-driven business plans.
• Maintains high proficiency with logistics and system functionality, including issue escalation.

Conoscenze

Leadership

Coaching

Customer service

Multitasking

Communication

MS Office

Strumenti

Call center systems

CRM

MS Excel

Descrizione del lavoro

TTEC in Cape Town, South Africa seeks a Service Delivery Team Lead to guide frontline associates, coach performance, and ensure a superior customer experience on every call. You’ll report to the Operations Manager and drive team success through active mentorship and issue resolution.

You'll coach, monitor, and develop your team, collaborate with cross-functional partners, and help shape strategies for growth while upholding TTEC’s values and commitment to diversity.